The player from Austria had won approximately 17,000 at N1bet and requested a withdrawal, but it was rejected due to an additional verification requirement. Although he completed the requested verification, he did not see any progress and had read about similar issues affecting larger withdrawals in forums. The complaint was marked as resolved after the player confirmed that his issue had been addressed. The resolution was acknowledged and the case was closed by the Complaints Team.
N1 Bet Casino - Player’s withdrawal is delayed due to added verification.
Resolved
Our verdict
Case closed
Amount: €17,000
N1 Bet Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
Hello, I won approximately 17,000 at N1bet a few days ago. I then requested a withdrawal, verified my account, everything went smoothly, and customer support said everything was fine and I should just request a withdrawal, which I did. I don't have a high VIP level, which I'm aware of, and support also told me that I can withdraw a maximum of 3,000 per week. Okay, so today I checked the app and my withdrawals were rejected. The reason given was: I need to complete another verification step by holding up a piece of paper with "Hello N1bet, Date" written on it, followed by a picture of my ID. I uploaded it, but nothing has happened since. I've read in other forums that other players have had the same problem: larger withdrawals are delayed, sometimes not processed at all, and they keep asking for new verifications even though support has already confirmed that everything is OK. I'm posting this here now and I'm curious to see if anything changes by tomorrow or if something else comes up. The last verification process from today, with the paper document, etc., was confirmed as "Very Good" by support. I hope that the rumors I read in other forums were just isolated cases and that there weren't any other problems, because I could pay off some of my debts with this money. I'll keep you updated.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
To better understand your situation and move the process forward, could you please provide the following details:
- Have you been requested to submit any other additional documents apart from the selfie?
- What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
- Have you accumulated your winnings with or without a bonus?
- Which payment method(s) have you used to deposit money into this casino?
- When was the last time the casino communicated with you regarding the verification of your account?
I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
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3 weeks ago
TranslationHello Veronika,
Thanks for your answer .
I completed all the necessary KYC verifications (which were successful). Afterwards, I was asked to upload the card I used for the deposit, which was also accepted. I also provided proof of my address. Everything worked perfectly and was verified quickly.
Then support told me I could now request a withdrawal, which I did. The next day, it was suddenly rejected. Then they told me to take a selfie with a piece of paper that had something written on it and my ID. I did that, and support confirmed it was correct and that I should now submit a withdrawal request. I did that. And today I saw again that the withdrawal was rejected. Then they told me to upload a bank statement from February, which I did. It showed my name, bank account details, and all the deposits I had made previously. Then support said AGAIN that it looked good and the upload was verified. I should make a withdrawal. So I did that AGAIN today. An hour later, it was rejected again. Then I contacted support for the 20th time, and suddenly they told me again to upload a bank statement from February, even though I had already uploaded it and it was verified. Then today I...
We discussed it for an hour until they finally said: "Okay, you can now request a withdrawal." I've done that for the 20th time now, €3000, since that's the weekly limit, which is fine. And now I'm waiting again, and I'm sure they'll reject it again tomorrow. I think they just don't want to pay it out and are dragging it out as long as possible, and I'm getting desperate because I won something that would really help me financially, and also because before I won such a large sum, I deposited €600 into n1bet that same day. I won everything without an active bonus, and it was all on slot machines. I have several photos of it, as well as photos of chat logs where I was repeatedly told I could withdraw. I hope you can help me here. I came across the casino through your website and thought it would be reputable if it didn't have bad reviews. I deposited with my debit/Mastercard, the bank card I use daily. I've played at many casinos and completed numerous verifications, but I've never experienced anything like this. The support is sometimes extremely strange, and I always get the same answers. So, to summarize:1. KYC verification completed
2. Uploaded (verified) bank card I used for the deposit
3. Proof of address uploaded (verified)
4. Selfie taken with the requested paperwork and ID (verified)
5. Bank statement uploaded (verified)
So I really don't know what to do anymore, I think I've done everything.
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3 weeks ago
TranslationHere too, it's confirmed, then the payment is rejected, and they come up with something new again.
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3 weeks ago
TranslationI checked today and the payout of €3000 is currently "pending". I specifically asked support again if everything was okay with the verification and they confirmed it was. I'm curious to see if the payout will actually go through.
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2 weeks ago
TranslationQuick update: today two €500 withdrawals were approved; the other four are currently pending. As soon as the money is in the account, I will close the case.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Daki1994,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
